PROGRAM EFFECTIVENESS, EFFICIENCY AND CUSTOMER SATISFACTION
 

    As part of Westview's program evaluation plan, surveys are conducted to garner input from clients, former clients, and representatives from other local service agencies.

    Client satisfaction surveys are administered twice monthly and ask current clients to rate their level of monthly satisfaction with the services they receive. FY04 realized an overall client satisfaction of 4.30 out of a possible best score of 5.0 out of 277 clients surveyed, 99.8% were well satisfied with the services they received at Westview.

    In FY04, Westview has contributed greatly to the state's over achieving goals. Through Westview's unique program designs in treatment programming, leading to short term and long term client outcomes, Westview was able to impact approximately 701 clients with treatment services in FY 2004.

 

FY2004 Effectiveness Measures - Client Treatment Outcomes

(Follow-up surveys conducted 3 Months After Client Discharge)

July 1, 2003 through June 30, 2004

Client Measurement	Percent at Follow-up                   State	Percent at Follow-up          Westview	Better Than State Average and/or Exceeds Contract
Alcohol Use in prior 30 Days Among Alcohol Problem Clients	19.3	2.0	Yes
Alcohol Intoxication in Prior 30 Days Among Alcohol problem clients	4.8	0.0	Yes
Illicit Drug use in Prior 30 Days Among Drug Problem Clients	3.4	0.0	Yes
Tobacco Use In Prior 30 Days Among All Clients	**	**	**
Unemployed or Not Employed But In Labor Force Eligible, Prior 30 days, Age 16+	**	**	**
Dependent Living Arrangement or Homeless, Prior 30 Days, Age 18+	**	**	**
Outpatient Health Care Use In Medical, Emotional, Alcohol-drug Problems 30 Days	13.9	4.2	Yes
Emergency Room use In Medical, Emotional, Alcohol-Drug Problems 30 Days	3.2	0.0	Yes
Arrested On Any Charge In Prior 30 days	2.1	1.4	Yes
Student Clients Suspended, Expelled, or in Detention, Prior 30 School Days	5.6	0.0	Yes
Reduce Youth Access to Tobacco	11.9	8.4	Yes

 

Efficiency Measures

Timely Entrance Into Services, Successful Completion of Services, and Clinical Follow-up After Discharge From Services

	Average Percent                State	Average Percent        Westview	Better Than State Average and/or Exceeds Contract
Assessment Within Two Days of Intake	82.1	84.1	Yes
Clinical Service within 6 Days of Assessment	62.7	75.5	Yes
Discharge Forms Completed on 99% or More Admitted Clients	96.8	100.0	Yes
Outcome Data Collected on a Representative Sample of 15% or More of Admitted Clients Where Services Have Ended	24.9	21.1	Yes
Clients Completed Treatment Services	60.5	80.9	Yes

These types of cumulative, successful treatment outcomes, efficiency/effectiveness measures, combined with the prevention and educational programming provided to Westview's catchment area of adult and adolescent populations can and has led to a positive change in our citizen's attitudes and behaviors toward AOD use and abuse. This is evident in the reduction of Westview's client case loads, the decline of tobacco available to under age youth in Newberry (8.4% in 2004, down from 14.9% in 2003), the diversion of potential emergency room visits and arrest into appropriate services; and the expansion of acceptance and third party coverage for treatment services from indigent/low income to middle incomes.